AccountId: 011433970860
ContactId: dc74129d-f53a-4959-8754-e6447d9160f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135899 ms
Total Talk Time (AGENT): 40620 ms
Total Talk Time (CUSTOMER): 44006 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/dc74129d-f53a-4959-8754-e6447d9160f5_20250325T15:10_UTC.wav
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[AGENT][NEUTRAL] APL, this is 10.
[CUSTOMER][NEUTRAL] Yes, hi, I'm trying to reach [PII].
[AGENT][NEUTRAL] Uh, do you know what department she works in?
[CUSTOMER][NEUTRAL] Mm, I'm looking based on her signature. It just says [PII] customer service.
[AGENT][NEUTRAL] OK, so she works in customer service. Um, let me see, I don't know if they have direct phone numbers, um.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is.
[CUSTOMER][NEUTRAL] May I help you?
[AGENT][NEUTRAL] Hey hey [PII], this is [PII]. I'm in broker resources and I was trying to see, I have uh someone calling in for a particular person on your team, but I didn't know if you had direct extensions or could anyone help her.
[CUSTOMER][NEUTRAL] We do have direct extensions. Um, who's she trying to get?
[AGENT][NEUTRAL] Um, no, I didn't forgot the name.
[CUSTOMER][NEUTRAL] It's OK. What's the policy number or group number?
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] Oh, I didn't even get that far. She just says I'm calling back because I got an email from customer service.
[CUSTOMER][NEUTRAL] Uh, that's probably a generic email from the PR team, you know, tell them what it is. OK, send her over and I'll verify everything. Thank you.
[AGENT][POSITIVE] You are amazing, thank you.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling ATL. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][NEUTRAL] Hi, [PII]